ClientSuccess is hands down the simplest and most intuitive B2B enterprise SaaS application I've ever experienced. I'm confident that anyone could log in and immediately know how to use the application. The UX is natural and just the way you'd hope it would be. Each feature is straightforward to use but yields so much ROI because it solves the problem of letting things "slip through the cracks" with customers.
Full disclosure, I've implemented ClientSuccess at two different companies now, and it continues to amaze my team and me. I would recommend ClientSuccess to any Customer Success leader striving to operationalize CS best practices and a system to make it happen.
The only reason I didn't give it a 10 is that the subscription management integration with Salesforce didn't work as seamless as I had hoped. Mind you; it's not an easy task to build a "one size fits all' integration with Salesforce as there are an infinite number of ways companies can configure and structure their Salesforce data, workflows, etc. The SFDC integration wasn't all that bad as I was able to complete the integration in a matter of days instead of months like some of ClientSuccess' competitors.
I understand ClientSuccess is a rapidly growing company and they're very focused on developing the core application, though I hope to see their team exploring additional third-party integrations such as Intercom, FullStory, Pendo, etc. The "To-Do" section also has a lot of potentials to be even stronger than it is today by just adding in team member-to-team member direct-mentions and chat/thread capabilities.
If you're looking for rapid implementation and time-to-value, then ClientSuccess is just for you. It has all of the powerful features of some of the larger CSM tool incumbent companies, but it's more cost effective, higher ROI, easier to administer, and you don't need a computer science degree to learn how to get the most out of the application.
No brainer here - I am primarily focused on increasing customer retention and ARPA. Just doing some back of the napkin math, I could easily state that my team has saved at least 8-10% of our customers churning over the six months we've had ClientSuccess. That's very meaningful in my business, any business really. It's a material amount of MRR we've saved, and ClientSuccess gave me to tools and early warning signals that allowed me to identify those customers that needed a little extra love quickly.
I lead our CSM & Operations team, so I also strive to improve my team's productivity and effectiveness. Before ClientSuccess, our customer data was very fragmented and located in multiple disparate systems (Zendesk, Google Sheets, Asana, Trello, Salesforce, our core SaaS application). Yeah, if you're reading this, you know what I'm talking about. My team members spent at least 20-30 minutes to scavenge across all of these systems to get the current status of a customer and prep for a client call. With ClientSuccess, they spend 5 minutes, tops, opening the client's account and quickly catching up to their health level, most recent engagements, lifecycle status, etc. My team loves it. They no longer have to chase down other team members to get verbal updates from others. I would say that ClientSuccess yields a 20-30% boost in productivity for my team members. That's less time looking for data and more time on the phone with our customers.
For me, from a productivity perspective, it used to be a BEAR to create a customer health report. I remember when I first started at Zype, it would take me a minimum of 6-8 hours to gather, scrub, and massage all of this data into an elementary customer health report. What a headache. Now, I log into ClientSucces, click a couple of buttons, and within minutes I have my customer health report. It's been a godsend for me.